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Experience Management

Updates: XM Discover + Social Connect

Summer 2022 product updates for XM Discover and Social Connect

The latest innovations to our data connectors, conversational analytics and digital experience capabilities in XM Discover enable you to stay one step ahead of your competition to understand what customers and consumers are saying about your company – wherever they're saying it. From the contact center to social media to online reviews – and everywhere in between.

With Qualtrics Social Connect’s exciting enhancements to its omnichannel listening and engagement capabilities, you can connect with every customer, wherever they are, to seamlessly respond, engage, and listen to customers across all platforms.

XM Discover updates

With the world's most advanced conversational analytics, listen to what your customers and employees are telling you about how they feel, and with Qualtrics XM for the Contact Center, transform your Contact Center and unleash the power of interaction data to reduce costs, increase revenue, and improve efficiency and compliance.

New Data Outbound Connector allows you to:

+ Leverage an expanded omnichannel listening library
+ Export data with XM Discover enrichments via SFTP if you need to act upon insights and improve your interactions with customers

Feedback screening allows you to:

+Hide profane sentences while retaining the context of the feedback
+Automatically hide sentences tagged with the CB Profanity enrichment from view. Retain valuable, emotional feedback without having to see profanity

Quick Translate for Conversations allows you to:

+ Understand calls and channels in multilingual feedback
+ Include conversational documents, and the Feedback widget (bubble and Pane view)
+ Retain topic and enrichment pills for context

Document Exploration Evolution gives you:

+ Increased accessibility and learnability of enrichments, actions and options
+ Prioritized accessibility and learnability:
+ Boost discoverability of enrichments
+ More accessible for screen readers
+ Easily find enrichments on non-conversational documents
+ Highlight Intelligent Scoring categories, not just their results

Metric Widget Evolution now includes:

+ A more consistent experience with the rest of widgets
+ Increased consistency and readability
+ Gauge visualization enhances KPI reporting with the visual aid of a gauge indicator to compare your KPI against up to 2 terms

Find out more about Discover

Social Connect updates

Qualtrics Social Connect is a digital customer service and social listening solution that enables contact center, marketing and CX teams to capture, analyze and quickly respond to the millions of customer service requests they receive through chat, email and social media.

Engage with customers on Apple Messages for Business

+ Give your customers with Apple devices an effortless way to interact with you
+ Provide digital customer services on Apple Messages for Business and connect directly with customers from within Messages. N.B. Apple needs to approve customers that want to use this channel.

Flow card: Input action

+ Enable Agents to validate input from the customer in the workflow of the case
+ Request input from a customer like their phone or account number, pause the workflow until the answer is provided, validate the format, and update the customer's contact information.

Flow card: Assignment strategy action

+ Automatically assign workflow steps to the appropriate owner

Choose the assignment strategy for cases that fits your use case. For example, route specific button clicks within your flow or categories to a specific team automatically based on Assignment Strategies, such as:
+ Smart Assign
+ Workload
+ Random

Find out more about Social Connect

Qualtrics // Experience Management

Qualtrics, the leader and creator of the experience management category, is a cloud-native software platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees.

With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle.

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